Set up your policy with Aria

Aria builds your Charter with you, in a conversation. She asks how your store handles each kind of case, proposes a standard answer you can keep or change, and turns your answers into your policy. You read the result and edit anything you want.

Start the conversation

1. Open Settings from the account menu of your dashboard.
2. Connect the four integrations in Core Stack. The Aria card unlocks when all four are connected.
3. Click Start AI Setup.

Share what you already have

At the start, you can attach the documents you already use: your return and refund policies, your terms, your workflows, a spreadsheet of decisions. Aria reads them and fills in part of your policy from them. Documents are optional. Without them, Aria asks more questions and reaches the same result.

How Aria asks

For each case, Aria proposes the answer a high-standard support operation would give, so you react to a proposal instead of writing from scratch. Keeping the standard answer closes the case with one reply.

For each case she covers three things, in order:

1. The answer for everyone. Is this the same for all customers?
2. The difference by group. Does any group of customers get something different, such as your best customers? See Customer segments.
3. The limit of each money action. For a refund, store credit or discount, up to what amount can it be done without coming to you?

Once per money action, for your whole store, she also asks how much the AI can handle on its own. Above that amount, and up to the limit, a Human Node confirms the action. You can change it later for a single case or customer group.

She also asks for your hard limits: the largest refund, store credit, discount or refunded cancellation the AI may make in any case. See Limits on money actions.

She also asks the conditions behind a yes — how many days after delivery a return is accepted, whether an order can be edited only before it ships, how many exchanges an order allows — and what to do when a request falls outside them: a firm no, or a case-by-case review by your team. And she asks which cases you want to always handle yourself.

When an answer is ambiguous, Aria asks again. She does not guess.

Read the progress map

The Setup Progress panel, next to the conversation, shows how far your setup has gone:

• a ring with your overall progress;
• three rings for the areas Aria covers: Brand & Products, Operations & Policies and Governance & Intelligence.

When the ring reaches 100%, five cards unlock below it: Charter, Cast, Policy Gate, Voice and Simulator. The traffic sliders and your plan unlock at the same time.

Review your policy

Open Charter to read your policy case by case, in plain language, and Policy Gate to see its numbers, rule by rule. Edit anything you want. There is no approval step: what you leave as it is stands as written.

Then open the Simulator to watch how the AI handles your cases before your operation starts. See The Simulator.